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Service Design (10 cr)

Code: R0216-3056

General information


Enrollment

23.11.2020 - 04.12.2020

Timing

22.02.2021 - 27.05.2021

Number of ECTS credits allocated

10 op

Virtual proportion

9 op

RDI proportion

7 op

Mode of delivery

10 % Contact teaching, 90 % Distance learning

Unit

Laurea Leppävaara, liko

Campus

Laurea Virtual Campus

Teaching languages

  • English

Seats

20 - 40

Degree programmes

  • Liiketalouden koulutus (HLA2), Laurea Leppävaara (Finnish)

Teachers

  • Johanna Lunkka
  • Päivi Harmoinen

Teacher in charge

Päivi Harmoinen

Groups

  • HLG220KA
    Liiketalouden koulutus, monimuotototeutus, K20, Otaniemi
  • NTA219SA
  • HLA220KA
    Liiketalouden koulutus, monimuotototeutus, K20, Leppävaara
  • HTA220KA
    Turvallisuuden ja riskienhallinnan koulutus, monimuotototeutus, K20, Leppävaara
  • NIA219SA

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

This is an online implementation consisting of two separate parts. The first Theory section 1 is a prerequisite for the second Project section 2.

The Theory section 1 (online) runs through 22.2. - 28.3. and needs to be completed before taking the Project section 2.

The Project section 2 (online) starts by teaming on 1.4. with a joint kick-off on 8.4. and ends on 20.5. with final pitch presentations. Self and peer evaluation need to be completed by 27.5.2021.

Learning materials and recommended literature

Stickdorn, M., Lawrence, A. and Hormess, M., Schneider, J. 2018.This is service design doing : applying service design thinking in the real world : a practitioner's handbook.Canada: O'Reilly.

Ebook:
https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

Alternative completion methods of implementation

According to degree regulations “All students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Theory section: no alternatives

Project section:
A prior knowledge and competence in an applied service design project can be manifested through alternative methods. For example, as a detailed 12-15 page project report which includes the project partners' evaluations. For further consultation, please be in touch with the instructor.

Co-operation with working life and/or RDI

Project section:
A Service Design project for a real work-life partner will be conducted.
Students will work in teams of 5-6 members and develop a service concept for the work-life partner SATO.

Important dates

THEORY SECTION 1
22.2.-28.3. needs to be completed before taking the Project section.
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace and need to be passed.

PROJECT SECTION 2
Service Design project will be conducted in 4 development phases, which are based on pre-defined schedule.
Important dates and deadlines:
Kick-off for the Project brief and teaming on 8.4. at 12.30-16 on Zoom and in class.

Phase 1 (Discover) portfolio return by 21.4. Zoom clinique & coaching 15.4. at 16-18
Phase 2 (Define) portfolio return by 28.4. Zoom & Miro: 22.4. at 12.30-16 Ideation workshop
Phase 3 (Develop) portfolio return by 12.5. Zoom 29.4. at 12.30- 16 Idea card presentations
Phase 4 (Deliver) portfolio section by 19.5. Zoom 12.5. at 12.30-16 Prototype-presentations
Final pitch presentations on 20.5. at 16-18
(Note: times are provisional and subject to change)

Forms of internationality

Theory and Project section: execution in English.
The study unit is suitable for exchange students.

Students workload

THEORY SECTION
The course is 3 ects which equals approximately 81h of studying.
Work is done individually.

PROJECT SECTION 5
The course is 7 ects which equals approximately 189h of studying.
Most of the work will be done in teams.
The tasks are scheduled in phases throughout the course.

Content and scheduling

THEORY SECTION
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace according to a recommended schedule and need to be passed.

PROJECT SECTION
Study unit consists of the following phases:
- Service Design project kick-off on 8.4. at 12.30-16 on Zoom & class
-Online work in teams in the following Double Diamond development phases:
*Discover 8-21.4..(2 weeks)
*Define 22-28.4. (1 week)
*Develop 29.4.-12.5. (2 weeks)
*Deliver 13-19.5. (1 week)
-Final presentations 20.5. on Zoom & class

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.”

In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Five spots reserved for open UAS students.

Grading scale

H-5

Evaluation methods and criteria

THEORY SECTION: 3 ects
Individual assignments, Quiz and other individual tasks on Canvas, scale 1-5

PROJECT SECTION:7 ects
Team assignment: service concept and service design portfolio, scale 1-5
Self- and peer assessment, instructor assessment.


In this study unit the assessing of the competences will be done by using the criteria set for requirement level II.

Evaluation criteria, satisfactory (1-2)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
– report and communicate in a professional manner
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– act independently taking into account the operating environment
– take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– describe the significance of his/her actions for successful co-operation
– describe his/her competence in relation to the learning outcomes

Evaluation criteria, good (3-4)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– critically evaluate information and justify their actions with science-based knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– propose creative solutions at work
– promote professional co-operation and enhance customer and partner relationships
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– act in a manner that promotes the team’s entrepreneurial and responsible approach to work
-describe the development of his/her competence in relation to the learning outcomes

Evaluation criteria, excellent (5)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
– anticipate needs of customers and/or co-operation partners
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– evaluate and develop the team’s entrepreneurial and responsible approach to work
– evaluate the possibilities for utilising competence and plan his/her personal development and development of the team